About Company
HSBC is one of the world’s largest banking and financial services organizations. With a global network spanning 62 countries and territories, we serve around 39 million customers through our global businesses: Wealth and Personal Banking, Commercial Banking, and Global Banking and Markets. Our purpose is ‘Opening up a world of opportunity,’ and we are committed to helping our customers achieve their ambitions, enabling businesses to thrive, and supporting economies to prosper. We believe in fostering a diverse, equitable, and inclusive workplace where every colleague can thrive and contribute their unique talents. At HSBC, we’re building a more sustainable future for our customers, communities, and the planet, leveraging our scale and expertise to drive positive change.
Job Description
Are you a problem-solver with a passion for technology and a knack for providing exceptional customer service? HSBC is looking for a dedicated and skilled IT Support professional to join our team, working remotely from your home office in West Palm Beach, Florida. In this crucial role, you will be the first point of contact for our employees, ensuring their technical issues are resolved efficiently and effectively, enabling them to maintain productivity and uphold our high standards of financial service delivery. This isn’t just about fixing computers; it’s about empowering our colleagues with the tools and support they need to succeed in a fast-paced, global environment.
As a Work From Home IT Support Specialist, you will manage a wide range of technical inquiries, from hardware and software troubleshooting to network connectivity and application support. Your ability to diagnose issues remotely, communicate complex solutions clearly, and maintain composure under pressure will be key to your success. You will play a vital role in maintaining the operational integrity of our IT systems, contributing directly to HSBC’s commitment to excellence and security. This position offers a unique opportunity to be part of a leading global financial institution, supporting a diverse user base from the comfort and convenience of your home, while adhering to all company and regulatory security standards. We are seeking someone who is proactive, detail-oriented, and thrives in a remote-first environment, demonstrating strong self-discipline and excellent time management. Join us and contribute to a team that values innovation, collaboration, and continuous professional growth.
Key Responsibilities
- Provide first-line technical support to HSBC employees via phone, email, chat, and remote assistance tools.
- Diagnose and resolve hardware, software, network, and application issues efficiently and accurately.
- Troubleshoot Windows operating systems, Microsoft Office Suite (O365), and other standard business applications.
- Escalate complex technical problems to appropriate higher-level support teams when necessary, ensuring timely resolution.
- Document all incidents, resolutions, and requests thoroughly in the IT service management system (ticketing system).
- Assist with user account management, password resets, and access permissions.
- Guide users through step-by-step solutions, ensuring a positive and professional support experience.
- Adhere strictly to HSBC's IT security policies, compliance regulations, and data privacy standards.
- Contribute to the IT knowledge base by creating and updating documentation for common issues and solutions.
- Participate in ongoing training and development to stay current with new technologies and HSBC systems.
Required Skills
- Minimum of 2 years of experience in an IT Help Desk or Technical Support role.
- Proven experience with remote troubleshooting and support tools.
- Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft Office 365 applications.
- Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users.
- Solid understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Experience with IT Service Management (ITSM) tools and ticketing systems (e.g., ServiceNow, Jira Service Desk).
- Exceptional problem-solving abilities and attention to detail.
- Ability to work independently and manage time effectively in a remote work environment.
- High degree of professionalism and customer service orientation.
Preferred Qualifications
- Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate).
- Experience supporting users in a large corporate or financial services environment.
- Familiarity with mobile device management (MDM) solutions.
- Basic understanding of Active Directory and user administration.
- Experience with macOS support.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional development, training, and career advancement within a global organization.
- Employee assistance programs and wellness initiatives.
- Inclusive and diverse company culture.
- Remote work flexibility, allowing you to work from your home office in West Palm Beach, Florida.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your relevant IT support experience and your ability to thrive in a remote work setting. We look forward to reviewing your application!